Disabling rich content in incoming emails

Email sent to your Zendesk instance has two parts that can be used for creating the ticket: the plain text part and the HTML part.

By default, Zendesk uses the HTML part of the email to create tickets and comments. This means that any rich content in emails is retained and displayed in tickets. Rich content includes full color, basic formatting options, such as bold, italic, and underline, code blocks, tables, and inline images. Special fonts and background images are not supported and do not appear in tickets.

You can disable the rich content option if you want to use the plain text version of incoming emails (which has no formatting) to create tickets instead.

To disable rich content tickets and enable plain text tickets

Click the Admin icon () in the sidebar, then select Channels > Email.

Beside Rich content in email, click Enable to deselect the option.

This option should be selected by default, and you need to deselect the option to disable it.

3 Comments

Hey Jennifer, when did this "Rich content in email" become an option in Zendesk? From searching around it sounds like at one point it was a Beta that then got released. I just can't find when that was or details around it. Looks like maybe end of Feb 2017 or beginning of March 2017. It is NOT enabled in ours, so just trying to track down why and guessing it might have been released and we just didn't notice it or catch it.

When the feature went live, you had to manually enable it. Since that time, we've changed it so that new accounts have the feature enabled by default. Because you were an existing customer when the feature was released, it was not enabled by default for you.